Universal Quality Assurance Coach

At Percepta, we bring first-class service across each market we support. As a Universal Quality Assurance Coach in the United Kingdom, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

Contract Type: Full-Time, Permanent

Working Hours: Hybrid – 3 days office/2 days home, 40 hours per week, 8am to 5pm.

Salary: Up to £40,000 per annum

Responsibilities:

• The Universal Quality Assurance Coach drives CX excellence across the European Team.
• You’ll analyse performance metrics and carry out QA audits and coach these back to the agents.
• Develop and deliver coaching, and proactively enhance both customer experience and operational quality.
• Work closely with CX Operations, Quality Assurance, L&D, and Instructional Design to foster a culture of continuous improvement, data‑driven coaching, and compliance with client and internal standards.
• Analyse CX and QA KPIs (e.g., NPS, CSAT, AHT, QA scores) to design individual and group coaching plans and drive call handling improvement.
• Monitor live and recorded interactions to ensure compliance with client and internal standards, lead audit calibration sessions.
• Partner with Operational Management, Client Partners, L&D, QA, and Instructional Design to identify training needs, facilitate workshops, and update coaching materials.
• Conduct 1:1 coaching sessions and group workshops to sharpen customer service skills, adherence to processes, and quality standards.
• Participate in QA calibration, feedback sessions, and performance evaluations to maintain alignment across teams.
• Measure coaching effectiveness via KPIs and produce regular reports for Operations and QA leadership.
• Facilitate process improvement initiatives, special assignments, and Subject Matter Expert duties as required.
• Mentor and guide CX staff on communication, problem‑solving, empathy, data interpretation, and quality mindset.

Qualifications:

• Proven background in learning & development delivery, particularly in CX or QA coaching.
• Experience in customer service or contact centre environments.
• Prior involvement in quality assurance, performance auditing, or process compliance.
• Skilled in interactive learning design and engagement techniques.
• Undergraduate degree in Business, Quality Management, Education, or related field.
• Recognised training qualification (e.g., CTP) strongly preferred; coaching certifications advantageous.
• Fluent verbal and written communication in English (Plus other relevant EU language skills beneficial).
• Strong coaching, facilitation, and mentoring abilities.
• Analytical mindset with proficiency in interpreting performance and QA data.

What You Can Expect:

• 25 days Annual leave to start, increases by 1 day on anniversary of start date for the first 5 years, meaning a potential maximum of 30 days annual leave plus bank holidays.
• Company pension.
• Life Assurance 4 x annual salary.
• Contributory pension scheme.
• Private Medical and Insurance and discounted dental scheme.
• Comprehensive travel insurance for you and family in line with Scheme rules.
• Discounts on brand new vehicles.
• Employee Assistance Program (EAP).
• Cycle to work scheme.
• Free On-site parking.

About Percepta:

Established in 2000 as a joint venture with TTEC, Percepta has specialised in creating customer loyalty to its clients across the globe. Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:

• Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.
• Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.
• Leave it better – We take ownership and leave every process, person, and place better than we found it.
• Win together – We succeed as one—celebrating, supporting, and showing up for each other.
• Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.

Right to Work: Please note: We are unable to provide visa sponsorship for this position. Applicants must already have the legal right to work in the United Kingdom at the time of application.

Percepta is proud to be an equal opportunity employer. We are committed to fostering a diverse and inclusive workplace where all employees feel respected, valued, and empowered to thrive. We welcome applications from all qualified candidates regardless of age, disability, gender identity, marital status, race, religion or belief, sex, or sexual orientation.